Dale Earnhardt Jr. Collision Center

We have reached out several times to schedule Mr [redacted] to resolve his issusesHe is scheduled on 1/18/to address his issuses with his car, we have the part that is in referance in the complant on hand at the shop and ready to instal

We would like to apologize for the inconvenience and delay in processingA check for $was mailed out to your address on Friday October 23rd, We appreciate your business and would hope that this fulfills your concerns. Thank You*** ***Collision Center ***Dale Earnhardt ***
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Dear Ms***; First I would like to apologize for my staff mis-handling of your phone inquiryI spoke with *** *** this morning addressing your concerns and dissatisfaction with our customer serviceHe told me that he spoke to you Monday evening around 6:The reason it was hard for
*** to locate you in our system is because of the different systems we haveOur main system is the one *** uses on a daily basis and the one your file was in is our estimating system ( which she did not look in )I have since explained to her the importance to use all our tolls to better assist our customersIn the future I hope this never to be a problem for you or any other customersWe here are all accountable for our actions and strive to learn from our mistakes to ultimately make our customer service the best it can be.Thank you again for your patronage and we appreciate you as a customer.*** *** *** ***Dale Earnhardt JrCollision Center

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Mr. [redacted] has called me several times and has assured to me my truck is in good hands. Thank You again for assisting me with this issue. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I received the check this afternoon. 
Regards,
[redacted]

Company's response below:Subject: RE: Revdex.com#[redacted]The estimate for the [redacted] was for minor damage to the right front of the vehicle. There were slight scrapes on the left front wheel as well as some minor damage to the front bumper and the fender. The [redacted] adjuster...

allowed for an appearance repair to the wheel as well as a suspension alignment. He also allowed for an ABS sensor as a concession to the customer as they claimed that the ABS light came on after the accident. We here at Dale Jr Collision handled the repairs as per the [redacted] estimate including the installation of the right front ABS sensor. Upon final inspection we noticed that there were indicators on the dash still illuminated. At that time we double checked with the technician to make sure that the sensor wire was properly installed and called the [redacted] adjuster for advise on how the insurance company would like us to proceed. [redacted] with [redacted] came back out to address our concerns and stated that he did not feel that it would be related to such a minor collision and stated that he would call and explain this to the customer. When the customer came in to pick up the vehicle they promptly returned stating that they had no brakes and that the car was not driveable and insisted on getting back into a rental car. [redacted], [redacted], spoke with the customers and also drove the vehicle ensuring that the brakes were indeed working. The customers got very agitated with him and were quite verbally abusive. They refused to take the vehicle. We explained that we had contacted [redacted] about the issue. At this time we offered to take it to our service department on the following Monday, as it was late Friday afternoon, but made them aware that if nothing related to the accident was found to be wrong that they, the customer, would be responsible for any and all charges including the diagnostic fee as well as any rental fees they incurred in the interim. They got back into a rental vehicle and left. On Monday Mrs. [redacted] came back in and I again let her know that we were more than happy to let our service department look at her vehicle. She stated that a [redacted] of her had already told her what was wrong with the vehicle and that it was our fault. I asked her when her mechanic had been here to look at her vehicle and she stated that he hadn’t but he had told her it was our negligence. [redacted] with [redacted] was here at the time and restated what we had been telling her. [redacted] is happy to pay for any items related to this particular incident but a diagnostic would have to be done to prove what was wrong and how it could have occurred. Mrs [redacted] still did not want to agree to any diagnostic and told us that she would have her own mechanic look at the vehicle. [redacted] came to tow it away that same day. Mrs. [redacted] came back in the next day and stated that while her mechanic told her that the majority of her problems were maintenance related and due to the driving conditions on the roads up north, she still felt like we should have done more the repair her vehicle. She felt that we should have addressed her corrosion issues with her while it was in our shop. Unfortunately these items would not be covered under her insurance claim.

We have reached out several times to schedule Mr. [redacted] to resolve his issuses. He is scheduled on 1/18/17 to address his issuses with his car, we have the part that is in referance in the complant on hand at the shop and ready to instal.